Banking Operations Essentials

Description

This course explains the drivers of excellence in delivering a banking service. It looks at banking operations from the customer’s standpoint. This course also demonstrates the importance of understanding the impact of internal culture on quality.

The course will wrap with a summary of the key learning points, followed by an action planning exercise with a view to apply the acquired knowledge and skills immediately upon your return to work. Post-course support is also available in relation to the implementation of your action plan, up to six (6) months following course completion.

What you will learn

Banking Operations Excellence

• What is operational excellence in banking?
• Operational excellence principles
• Operational excellence models
• Implementation planning

Banking Operations – The Customer Experience

• Sources of customer complaints
• Creating an improvement programme
• The benefits of creating an improved customer experience
• Maintaining improvement through agility

Banking Operations – Culture and Conduct

• The challenge of cultural change
• Behaviour and empowerment
• The need for leadership discipline
• An integrated approach to sustainable change

Service Quality Models in Banking

• Critical components of service quality
• Service quality models and tools
• Key Performance Indicators

Course Review

• Summary and recap of key learning objectives
• Action Planning